Case Scenario F — Northgate Retail Digital OperationsNorthga…

Cаse Scenаriо F — Nоrthgаte Retail Digital OperatiоnsNorthgate Retail runs both distribution centers and a growing e-commerce channel. It operates an ERP platform, a real-time shipment-tracking system that updates inventory and notifies customers of delivery exceptions, and a website that has recently shown a high shopping-cart abandonment rate. IT leadership is also deciding whether to build a custom CRM in-house or license a commercial off-the-shelf (COTS) platform, and it enforces role-based access controls on patient-adjacent health data handled for a pharmacy partner.Which factor most favors licensing a commercial off-the-shelf (COTS) CRM rather than building one in-house?